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Calculating the Total Cost of Ownership for Amazon Connect

Calculating the Total Cost of Ownership for Amazon Connect Total cost of ownership (TCO) is an important factor to consider when deciding whether or not to migrate your contact center to the cloud. However, unlike a move from one on-premises application to another, calculating the TCO for a cloud-based app is like comparing apples to...

Amazon Connect, the Deconstructed Contact Center

When Amazon released its contact center service, Amazon Connect, it was met with skepticism by some industry insiders because it didn’t have the features other solutions offer. After working with the cloud-based contact center service for a little over a year, we’ve seen firsthand the power of Amazon Connect in its simplicity. It’s not that...

5 Things That Are Different About the AWS Public Cloud

When Amazon released its cloud-based contact center service, it was met with skepticism. In a feature-by-feature comparison with any of the existing leaders, Amazon Connect usually came up short. That was a little over a year ago, and much has changed and continues to change when it comes to feature functionality, but we’ll get to...

How to Reduce PCI Scope in the Customer Service Center

Customer service centers don’t have much of an option when it comes to whether or not they handle financial transactions. Customers expect to be able to make a payment or complete a purchase when they call your company, and if they can’t, they’ll take their business elsewhere. The one thing customer service centers can do...

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I want to take a moment to talk about something that concerns some people who are bringing Gamification—or considering it—into their call center workforce management. Badges. Ribbons. Medals. Those little icons on an agent’s portal that say “good job,” or “great job” or even “need improvement.” Some people think that, as a reward, they’re too...

Many people think the earliest example of gamification in the business world is S&H Green Stamps in the final years of 19th century America. With each purchase, participating retailers would give shoppers a certain number of stamps which they would paste into books. Getting the stamps into the books was often a family affair: very...

The new year brings with it an old risk—falling behind the competition as your call center technology gets another year older and more outdated. Today’s technologies bring the most significant transformation in decades. It’s more important than ever that call centers protect market share and profitability by enhancing or upgrading their systems and software.

Your customer orders a shirt from your mobile app. She receives the wrong size. Now what? How does your omnichannel system respond? To answer that, I’m going to coin a couple of terms here—“results-aware omnichannel” and “interaction-aware omnichannel.” Spotlighting the difference between the two brings out the true potential of an omnichannel, and the unique...